How to Handle Negative Yelp Reviews

If you own a business, you know that your online review reputation on sites like Yelp are critical to the success of your shop. While positive reviews help improve your rating and build your brand, a negative review can have an adverse effect, especially if it is ignored or responded to incorrectly.

Yelp will remove negative reviews if they contain profanity or use a threatening tone, or if it specifically names certain employees or calls them out by a distinguishing or sensitive characteristic such as race, religion or body type. They will not, however, remove reviews they see as legitimate (even if they are negative), so if they do not meet one of these criteria, the review will likely stay active and will not be removed.

So, what should you do if you receive a negative Yelp review?

1. Don’t panic! The first step is to remain calm and remember that nobody is perfect and bad reviews happen to everyone - the key is how you react. Consumers don’t expect perfection, but they do expect you to handle the reviews in a professional manner.

2. Respond to the reviewer in a timely manner. Time is not your friend when it comes to addressing complaints or bad reviews. You do not want to make an already upset customer wait on you and you should always keep in mind that the public is forming an opinion based on your reply.

3. Kill them with kindness. I know this could be the toughest, but again, your response is what you are being judged by. Reach out with empathy, swallow your pride and kill ‘em with kindness. Try to generate a phone conversation, listen to their concerns and reply with a solution that speaks to what the customer is looking to hear. Remember, at this point, they have a post, we (you) need it removed. Your conforming will only help you in the long run.

4. Do not make excuses. The customer has posted an issue. Address and speak with them and hopefully, after a positive discussion, you can politely request they reconsider the poor review with the following statement you may try (be sure your customer service team has this all memorized):

Thank you for allowing me to make this right. Ms. Jones, I just want you to know that we take our online reputation very seriously, it's the lifeline of our business. If I resolved your issue to your satisfaction and started earning back your trust, I hope you will reconsider and update your amendable comment. (What you have said here is that they can make changes. Trust me, you don't have to ask to reconsider the rating as it is implied)

Remember, YOU WILL get a bad review occasionally, it is going to happen and by seeing this, it shows your reviews are all real. There are companies out there that speak to the owners and offer a way for clients to leave a review. If it's negative, they send an email to the owner and if positive, they send to Yelp and/or Google. This only looks good to the owner when being sold. The truth is, this is not helping your business and Google does not endorse or promote these efforts. I would never take a chance here.

Finally, if you do reach out to the customer who left the bad review and they refuse to change it, the best course of action is to bury it with several good reviews. This will bump the poor listing down and we can all learn from our mistakes and get back to doing business.

Did you know that if you are not an active (paying) Yelp customer, you likely have competitors ads in the middle of your listing? Bloomerang Solutions can help you remove those ads and manage your Yelp account and respond to reviews so you can focus on your business. Give us a call today at (941) 806-1911 and let us know how we can help your business bloom!

-Art

Innovators of Tracking: The Bloomerang Difference

If you think you’re noticing more advertising on Facebook, you’re right. Facebook has enjoyed a 200-300% increase in advertisers from 2016-2017 compared to just a 1.5% growth of new users. What does this mean for advertisers? Competition is skyrocketing and it's getting harder than ever to convert transactions.

However, in most cases, all retailers want (and need) is solid analytics so they can confidently measure the phoned in orders from JUST THOSE regular paid ads.

In other words, if you clicked on an ad, not only would the tracking code register the click and the transaction along with the amount, but it could now measure the actual phone call and change the phone number ON YOUR WEBSITE to follow the user who clicked over from the paid ad and measure the ad result as well that the agent actually clicked the START ORDER button to begin taking the order.

Now when the order is completed you can measure how many people ordered over the phone. When the order has completed the program aligns the call with the ad link from Google or anyone else that you wanted to measure results from ads you were paying to use.                                      

Within the Past 10 Years

As common as online shopping is today, it wasn’t long ago that people were skeptical completing orders online. Just 10 years ago, 4-5 orders were called in to every order placed on the online websites.

Well, think about it, when my competition was measuring (just the online orders using tracking codes that everyone was offering to measure), they would reach their ad budget and STOP thinking they reach the most they could afford because they had NO mine and in most cases left mine running.

Today, an avg of 2-3 orders are placed over the phone to every order placed over the websites. The equation has changed as more people are confident ordering online yet many still prefer to pick up the phone and call.

The new numbers (based on these kinds of measurements and more) show that two to three orders are now ordered over the phone per every order placed on the actual website. This is a HUGE value given to running Pay Per Click ads.

For those who truly know how to build profitable ads in Pay Per Click settings, can measure and I like to use a 2-1 ratio because I know that no matter what I show for a result, it is even better since the reposts show it's really 2-3 to 1. No longer do clients have to guess if they have the right people working for them.

I recommend outsourcing digital ads to those who understand tracking and phone tracking as well as understanding how to align the resulting ads to expenses.

The very first rule is, if your sales are not up or credit card sales are not up then the very first place you need to look is whoever you hired to run your online ads. There should always be an answer. Remember, the results are changing daily, and the platform is changing daily so the marketers have their hands full.

It may require a little time to explain their strategy to you, but they should have a grip on it and explain what is going on and why. For example, just look at companies like Yellow Pages.com.

I used to say forever, anyone going to an online directory to shop is most likely looking for a phone number - that is why they think directory. That just looking for a company or a website to browse usually use Google to guide them, not the directory.

Back in the years past, I was using Floral Prodigy to show what I needed to know so I was able to remain profitable and most importantly, when and when not to pull ads.

I still use these formulas to this day to measure results and accelerate based on a combines result of phone transactions and conversions. To keep it simple, I am able to just use Google to show my client the results. Take a look and see for yourself:

 Yelp (Directory) then Google (Web Search) so you can see the difference.

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Are you tracking all your customers through your website or on social media? If not, now is the time to start. Bloomerang Solutions can help you increase conversions and save money by customizing your marketing campaigns. Give us a call today at (941) 806-1911 and let us know how we can help your business bloom!

-Art 

How to Remove Fake Reviews from Google

Fake reviews on Google are a growing problem that can cause serious harm to your shop’s reputation. Since Google makes it easy for anyone to create an account and leave a positive or negative review, it isn’t always easy to determine if the review was genuine or even verify that it came from an actual customer.

Google has rules in place to deter fake reviews, but they are not good at automatically catching violations. So, in order to get a fake review removed, you must initiate the process. Here are the steps:

1)      Stay calm. The most important thing to remember when you receive a fake or fraudulent review on Google is to keep your cool. The last thing you want to do is escalate the situation and have it blow up even bigger. Remember that future customers will see how you respond and will likely consider your response when deciding whether to do business with you. Nobody expects perfection, but they do expect your business to respond to complaints in a timely, professional manner.

2)      Evaluate the situation. When you receive a bad review, you should first determine if the review is from an actual customer with a legitimate gripe. In some cases, fraudulent reviews are left by competitors, but it is also possible that someone left the review for the wrong business. If the complaint is real, learn as much information as you can about the customer and their problem.

3)      Respond quickly. The faster you respond - the better. According to Yelp, people are 33% more likely to upgrade their review if you respond with a personalized message within 24 hours. Your response is critical so do not ignore the review, even if you know it is fake. Prompt action shows your commitment to customer service and lets potential customers know what they can expect if the same issue happens to them.

4)      If the review is fake, flag it for removal by taking the following steps:

• Open Google maps to find your business and see your reviews

• Find the review you want to flag and click on the three vertical dots in the upper right-hand corner and click “Flag as inappropriate.”

5)      Follow up on the status of your flagged review. Once you flag the review, Google will review it to determine if it was fraudulent according to their terms of service. If you need to follow up with Google, you can go to your Google My Business home page and click on the support button at the bottom left-hand side of the menu. If you are still having trouble and need to escalate the issue further, you can submit a Google form for a legal removal request. Keep in mind, however, that there are some strict requirements that must be met, so you may need the help of an attorney if you utilize this as an option.

Responding to reviews is a very important aspect of doing business in today’s digital marketplace. If you need some assistance with reviews on Google, Facebook, Yelp, or any other social media platform, Bloomerang Solutions is here to help! Give us a call today at (941) 806-1911 and let our team of Google experts boost your online reputation.

Nobody is Immune from Neglecting Their Online Digital Responsibility

One day last week I set off for lunch at one of my favorite restaurants in town, a barbecue joint that had been in the same location on the main highway for over 40 years. It was a Sarasota institution and a place you always knew was going to be delicious and consistent because they cared about their business and knew what they were doing when it came to smoking meat.

That’s why I was shocked to pull up to an empty parking lot and a ‘for sale’ sign in the window. After 40 years of business they were simply gone without any sort of a warning. They were out of business and local patrons looking for good barbecue are out of luck.

I don’t know why this particular business closed down, it could be any number of reasons, but I can guess that it wasn’t due to food quality or their location. Their food was award-winning and very modestly priced, and their restaurant was in one of the most desirable locations in the area.

As much as I loved their food and recommended it to anyone who was looking for good BBQ, I discovered that most people I talked to had never even heard of the place – even if they drove by it several times a day - because they did not advertise and did not appear to make marketing a high priority. Word of mouth took them a long way, but it only goes so far in today’s digital marketplace.

Online digital responsibility

As I mourn the loss of one of my favorite lunch spots, I can’t help but wonder if there was something more that could have been done to help save their business. Unfortunately, I’ve seen this same scenario play out time and again with well-established businesses who rely on word-of-mouth advertising. They do a great job, but the marketers beat them to the customers.

The restaurant industry is tough, competitors are doing everything they can to make themselves stand out from the crowd and create a reason for people to get excited about their dining experience. The savvy ones understand that many potential customers choose where to eat based on online reviews and don’t rely on past success to fuel tomorrow’s growth.

Fortunately, there are simple options that can level the playing field and protect your business. Bloomerang Solutions offers digital solutions including websites, social media, and reputation management for businesses of any size. We put your business first and help you lock down potential customers and keep them coming back for more.

Online digital responsibility is the future and it’s here now. One curve in the road isn’t the end of the road, unless you fail to make the turn. Give us a call today at (941) 806-1911 and we’ll hit the road together!

-Art

Mother's Day Week has Arrived and Bloomerang is Here to Help!

Mother’s Day has finally arrived and hopefully you’re already feeling the rush. With each day getting busier from now until Sunday, it’s important to remain focused on customer service and making sure your customers have the best experience possible.

With such a high volume of foot traffic and phone/online orders this week, it’s sometimes difficult to give every customer the personal attention they desire, but don't forget that many customers who only shop for flowers once or twice a year may not give you a chance next time if your customer service is lacking this time around.

Things to keep in mind this week:

1) Remember to smile - The busier you get, the easier it is to get distracted or overwhelmed. While some customers may be sympathetic and understanding, all customers deserve and expect a pleasant shopping experience. If they enjoy shopping with you, they are more likely to become repeat customers.

2) Focus on individual experiences - Some customers know exactly what they want before they reach your shop, but many customers are relying on you for knowledge and inspiration. Let them hold any pre-made arrangement or gift item that they are interested in while you close the sale. Remember, customers are much more likely to purchase an item that they are physically touching or holding.

3) Don’t forget finishing touches - Customers are looking for ways to make their mothers feel special this week, so many will be open to ideas in addition to flowers. Let them know about products that will enhance their gift. If you don’t ask, they may not even realize they have additional options.

4) Build your marketing list - This week may be the busiest week for you shop for the next few months. Take advantage of this opportunity to build your marketing list by collecting email address from new customers. Offering to email a receipt is an effective way to build your customer database.

5) Get employees engaged by keeping it fun - This week is stressful for everyone, so be sure to take some time to acknowledge employees and rewarding them for their hard work. Consider a prize wheel where employees with the most orders each hour get to spin the wheel for a prize. Not only will this improve employee morale, but it will also show customers that your shop is a fun place to work and visit.

6) Start each morning with a staff meeting - This is an important way to make sure everyone is on the same page each morning and be sure that no issues are being missed. It's also your opportunity to set your staff up for success. Above is a video of one of those morning meetings that I had with my staff a few holidays ago. It really does set the tone for the day.

Most importantly, please don't forget that we're here to help! We know you're busy this week, that's why we're here to help you out in any way we can! Unfortunately, we can't be there to answer your phones or help make deliveries, but we can help with your website or social media. Contact us anytime at support@bloomerang.solutions or give us a call at (941) 806-1911. Good luck and we hope you have a prosperous week!